Payment and Refund Policy
Last updated: 23 September 2026
Scope of the Policy and the Products or Services It Covers
This Payment and Refund Policy applies to all bookings and purchases made through starquestry for specialised courses in live production decks and control rooms. These include training on multi-camera switching, live broadcasting techniques, real-time video operation, and professional management of television and streaming productions. The policy governs payments for course enrolment, access to digital materials, and related services provided to customers in the United Kingdom. It covers both in-person and online delivery formats where applicable and extends to any bundled resources or certification elements associated with the training programmes.
The services encompass structured learning modules delivered via secure platforms, practical workshops, and ongoing support resources. All transactions are subject to the terms outlined here, ensuring compliance with UK consumer protection laws including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Prices, Currencies, Taxes, and Any Additional Charges
All course fees are quoted in British Pounds Sterling (GBP) and include value added tax at the prevailing UK rate where required by law. Prices are displayed clearly at the point of booking and remain fixed once a contract is formed. Additional charges may apply for optional extras such as printed materials, extended access periods, or rescheduling fees, which will be itemised before payment is processed. No hidden fees are imposed, and currency conversion costs for international payments are the responsibility of the customer.
Taxes are calculated based on the customer's location within the United Kingdom. Any promotional discounts or bundled offers are applied transparently at checkout, with the final amount confirmed prior to authorisation.
Accepted Payment Methods, Payment Authorisation, and Payment Security
starquestry accepts major credit and debit cards, bank transfers, and approved digital payment services. All payments are processed through secure third-party gateways that comply with PCI DSS standards. Authorisation occurs immediately upon submission, with funds held pending confirmation of enrolment. Security measures include encryption of card details and fraud detection protocols to protect customer information in line with UK GDPR and the Data Protection Act 2018.
Customers receive immediate confirmation of successful payment via email. In cases of declined transactions, alternative methods must be provided within a reasonable timeframe to secure the booking.
Order, Booking, or Service Confirmation and When a Contract Is Formed
A contract is formed when starquestry issues a written confirmation email following receipt of payment. This confirmation outlines the course details, start dates, access instructions, and cancellation rights. Bookings are not guaranteed until this email is sent, and places are allocated on a first-come, first-served basis for limited-capacity sessions.
Customers should review all details in the confirmation carefully. Any discrepancies must be reported within 48 hours to avoid assumptions of acceptance under the agreed terms.
Cancellation Rights and Applicable Cancellation Periods
Under UK law, customers have a 14-day cooling-off period from the date of the confirmation email during which they may cancel without penalty for most distance contracts. This right does not apply once digital content has been accessed or the service has begun with explicit consent. For courses commencing within the cooling-off period, cancellation may still be possible but could incur pro-rated charges for any delivered elements.
Requests for cancellation must be submitted in writing via the contact form on the Contacts page or by emailing [email protected]. Early termination after the cooling-off period is subject to the refund eligibility rules below.
Refund Eligibility, Exclusions, and Non-Refundable Items or Services
Refunds are available for cancellations within the 14-day period or where services are demonstrably faulty. Exclusions include instances where the customer has accessed substantial digital content, attended sessions, or failed to provide required prerequisites. Promotional offers and gift purchases are generally non-refundable once redeemed. Non-attendance without prior notice does not qualify for refund.
Partial refunds may be considered for unused portions of multi-module courses at the sole discretion of starquestry, subject to administrative review.
The Step-by-Step Procedure and Information Required to Request a Refund
To request a refund, customers must contact starquestry using the form on the Contacts page or by writing to [email protected] or 0191 694 1001. The request should include the booking reference number, full name, contact details, and a clear statement of the reason for the refund. Supporting evidence such as screenshots of access issues may be requested.
Requests are acknowledged within five working days, and further information may be sought to complete the assessment. Incomplete submissions will delay processing.
Inspection, Approval, Rejection, and Notification of the Refund Decision
Each refund request undergoes a thorough review against the policy criteria. starquestry aims to notify customers of the decision within 14 days of receiving all required information. Approved refunds are processed promptly, while rejections include a detailed explanation and options for appeal or alternative resolutions.
Customers are informed via email, and records of all decisions are retained in accordance with data protection obligations.
Refund Method, Processing Time, and When Funds Should Reach the Customer
Refunds are issued using the original payment method where possible. Processing typically takes five to ten working days after approval, with funds appearing on the customer's statement within 14 days. Bank transfers or alternative methods may extend this timeframe slightly depending on the provider.
Customers are responsible for notifying starquestry if funds do not arrive within the expected period so that further investigation can be initiated.
Special Rules for Digital Content, Subscriptions, Services, or Promotional Offers Where Relevant
Digital course materials are provided under licence and access is non-transferable. Once downloaded or streamed, refunds are limited to cases of technical failure on the part of starquestry. Subscription elements, if offered, follow monthly billing cycles with cancellation effective at the end of the paid period. Promotional bundles are assessed on a case-by-case basis, often excluding refunds for the promotional portion after activation.
Customers must confirm understanding of these limitations before accessing digital content to preserve statutory rights.
Failed Payments, Duplicate Charges, Chargebacks, and Suspected Fraud
Failed payments result in temporary suspension of access until resolved. Duplicate charges are investigated immediately upon notification, with corrections issued within seven days. Chargebacks are treated as disputes and may lead to account restrictions if found to be unjustified. Suspected fraudulent activity prompts immediate contact with the customer and potential involvement of payment providers or authorities.
All parties are encouraged to resolve issues directly through [email protected] before escalating to banks or card issuers.
Mandatory Consumer Rights in the Target Country That the Policy Cannot Exclude
This policy does not affect any statutory rights under UK law, including those provided by the Consumer Rights Act 2015, Consumer Contracts Regulations 2013, and UK GDPR. Customers retain the right to seek remedies for goods or services not of satisfactory quality, as described, or fit for purpose. Nothing in this policy limits liability for death, personal injury caused by negligence, or fraud.
Disputes may be referred to alternative dispute resolution schemes or the courts of England and Wales.
Contact Route, Policy Changes, and Last-Updated Date
For questions regarding this policy, please use the contact form on the Contacts page or reach starquestry at [email protected], 0191 694 1001, or Wansbeck Workspace, Rotary Parkway, Ashington, Northumberland, NE63 8QZ. This policy is subject to periodic review and updates to reflect changes in legislation or business practices. The current version is dated 23 September 2026, and previous versions are available upon request. Continued use of the site after updates constitutes acceptance of the revised terms.